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Technical Support 
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Policies
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CMJ Designs Inc. Policies
Technical Support & Training
123Pet grooming software is very easy to use, comes with a built-in Help guide, training videos that are three minutes each, and has lots of icons for easy navigation. Phone, phone/Internet, e-mail, web, and on-site support are available.All phone support is free for the first 90 days after your initial software purchase, up to two hours of total time by calling our technical support line. After the first 90 days, additional phone support can be purchased by the minute, hour, month, or year.
- Additional Phone Support by the Minute
After the first 90 days from your initial software purchase (or two hours), additional minutes of technical support are available for 85 cents per minute by calling (248-491-0200) or for $1.35 per minute on our toll-free line (888- 803-4747). No need to purchase in advance. - Additional Phone Support by the Hour
After the first 90 days from your initial software purchase (or two hours), additional hours of technical support can be purchased at $39 per hour. Support calls purchased at this rate may be placed on our toll-free line. - Additional Phone Support by the Month
After the first 90 days from your initial software purchase (or two hours), additional months of technical support can be purchased at $249. This provides up to 8 hours of support. Hours are not transferable from month to month. Calls may be placed on our toll-free line. - Additional Phone Support by the Year
After the first 90 days from your initial software purchase (or two hours), an additional year of technical support can be purchased for $1,999. This provides up to 8 hours of support per month for 12 months. Calls may be placed on our toll-free line. Hours are not transferable from month to month.
Hardware Support
We warrant our software to be compatible for all hardware that we sell, using the manufacturer's drivers or direct connection while Windows is operating in the regional settings described in the "Language and Regional Settings Support" section listed below. Please see our Hardware page for a list of current hardware that we sell. This includes all hardware and hardware support items, including cables, connectors, interfaces, and adaptors. If you are using hardware or hardware support items other than what we sell, or are using different regional settings other than those described in the "Language and Regional Settings Support" section, we will provide basic setup information; however, we cannot warranty compatibility with our products.Return Policy
Software
All software can be returned within 30 days of purchase for a full refund. After 30 days, no refunds are given. Also, if you return the software and purchased hardware, the hardware package discounts (and any other discounts you may have received) no longer apply and the amount you receive back on the software may be less than the full price.Hardware
CMJ Designs Inc. policy is not to provide a return on hardware (cash drawers, printers, bar code scanners, etc.) except if the hardware was damaged in shipping or is defective upon initially receiving the item(s).- If the item(s) was damaged during shipping, the request for hardware return must be made within 3 business days of receipt. The item(s) must be shipped back within 3 days of the request for the return.
- If the item(s) was defective, the request for hardware return must be made within 14 days of the purchase date. The item(s) must be shipped back within 3 days of the request for the return. If you wish to have a new item shipped to you, CMJ Designs Inc. will bill you for the new item and refund your money for the returned item if the item(s) are received in accordance with the policies stated above. If the item(s) being returned are not shipped within 3 days of the request for the return, CMJ Designs Inc. will provide no refund on the returned item.
- All original boxes, packaging, inserts, wrappers, and components must be returned. All hardware must be placed INSIDE another box prior to shipping. Original hardware boxes must not be written on.
- If you receive a damaged or defective item, please contact CMJ Designs Inc. at 1-248-491-0200 in accordance with the policies described above.
Gift Cards
No refunds are given on gift cards once they are printed. Of course, prior to the gift card printing, you will approve the gift card proof either electronically or we can postal mail you a proof. We will not print any cards prior to your approval.Software Updates and Upgrades
Updates
All software updates are free for the first 2 years after the initial date of purchase. Pricing for users who have purchased more than 2 years ago is shown on our Updates page. Current users of 123Pet grooming software can upgrade to a newer version or a different package by visiting our Updates page.Package Upgrades
You always have the option to upgrade to a higher package of 123Pet management software. All you have to do is pay the difference between the two packages. See our Updates page for pricing and ordering.Privacy Policy
At CMJ Designs Inc. we are committed to your privacy. See our full privacy policy.Lost Passwords and Serial Numbers
Passwords
CMJ Designs, Inc. may assist with lost passwords within our software for a charge of $39. To apply for assistance, please e-mail support@cmjdesigns.com.Serial Numbers
CMJ Designs, Inc. does not guarantee assistance with lost serial numbers.Database Passwords
CMJ Designs, Inc. does not guarantee assistance with lost database passwords.Language and Regional Settings Support
We provide sales and support in English only. We warrant our software will work correctly in the "English (US)" default regional setting only. Although we have tested our software in many other settings, we can only provide full support and warranty correct functionality in the "English (US)" default regional setting.Loaner Hardware Policy
Within 30 days, you must send this loaner piece of equipment back to the address listed below via a shipping company that provides a tracking number. CMJ Designs Inc. is not responsible for hardware items that are lost or stolen during shipping.Return loaner hardware to:
CMJ Designs Inc.
7122 Kensington Road
Brighton, MI 48116
If the loaner hardware is not returned within 30 days, or if the hardware you return is not in proper operating condition, your credit card will be charged the full retail price of the hardware. If you return the loaner hardware after your credit card has been charged, and if the hardware is in proper operating condition, you will receive a full refund.
Custom Report Policy
Software by CMJ Designs Inc. comes with over 200 built-in reports. Most reports are already in our software, so be sure to check the Reports pull down menu before requesting a custom report to be written. However, if you would like to request a custom report, please follow the steps below:- Please e-mail support@cmjdesigns.com and provide the following information:
- A complete, detailed description of what report you would like.
- An example of the report that includes sample numbers.
- CMJ Designs Inc. will e-mail you the "Procedure for Custom Reports" document, which explains the custom report policy.
- You will sign the "Procedure for Custom Reports" document and fax it back to CMJ Designs Inc.
- CMJ Designs Inc. will review the request and determine if the report appears feasible. There is a $39 initial non-refundable fee for the programmers to spend time and determine the feasibility of the report. Due to database structure, the report may or may not be feasible, but we always do our best.
- You will be charged the non-refundable $39 and told that additional work on the report is $85 per hour. A custom report usually takes 1-2 hours, but could be longer or shorter.
- If the report is not feasible, no further action is taken and you will be notified.
- If the report is feasible, we may be able to do it, but there is no guarantee until we actually spend the time writing the report. You will be charged $85 per hour for the time spent working on the report regardless of the outcome.